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    Internal and External Communication

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    Nihal Tahseen
    The document discusses internal and external communication, including the importance of effective communication and methods used. It covers formal and informal communication, one-way and two-way communication, and methods like verbal, written, and visual communication. Barriers to communication are also addressed.

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    Internal and External Communication

    Uploaded by

    Nihal Tahseen
    23 views4 pages
    The document discusses internal and external communication, including the importance of effective communication and methods used. It covers formal and informal communication, one-way and two-way communication, and methods like verbal, written, and visual communication. Barriers to communication are also addressed.

    Original Description:

    Business O Level 7115 Chapter notes

    Original Title

    9. Internal and External Communication

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    The document discusses internal and external communication, including the importance of effective communication and methods used. It covers formal and informal communication, one-way and two-way communication, and methods like verbal, written, and visual communication. Barriers to communication are also addressed.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    23 views4 pages

    Internal and External Communication

    Uploaded by

    Nihal Tahseen
    The document discusses internal and external communication, including the importance of effective communication and methods used. It covers formal and informal communication, one-way and two-way communication, and methods like verbal, written, and visual communication. Barriers to communication are also addressed.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 4

    CH 9: Internal and external communication

    Why effective communication is important and the methods


    used to achieve it
    Communication – Process by which information or instruction is exchanged between one
    group or person to another.

    Internal communication (Communication from and to people within the business)

    e.g. Employees talking to each other. Director sending an email to employees, Noticeboard in
    office,

    Poor internal communication leads to –

     Workers don’t understand what they have to do


     Poor motivation
     Wastage (e.g. 2 employees do the wrong task because of wrong instructions)

    External communication (Communication from people inside the business to people outside
    the business)

    e.g. Employees talking to customers, Ordering materials from suppliers, Advertisements

    Poor external communication leads to –

     Unhappy customers (leads to fewer sales)


     Bad business reputation (lower sales)
     Problems with suppliers/customers due to incorrect information (e.g. wrong supplies being
    delivered)

    Formal communication – Recognized and approved by business (e.g. formal emails, official
    meetings, reports)

    Informal communication – Information is sent and received casually (e.g. employee talking
    during lunch break)

    One-way communication – Communication that does not allow for a response

    Two-way communication – Communication where the receiver sends feedback to the


    sender about the topic.
    Advantages of two way communications

     Receiver can tell the sender that they have understood the information/instruction
     Chance to ask for more information
     Allows the receiver to contribute ideas

    Methods of communication

     Verbal
     Visual
     Written

    Verbal (oral) communication

     Discussions
     Telephone calls
     Meetings

    Advantages of verbal communication

     Fast
     Opportunity for receiver to reply (2-way communication)
     Body language

    Disadvantages of verbal communication

     Feedback from receiver slows process down


     No permanent record of the discussion

    Written communication

     Emails
     Reports
     Newsletters
     Notices

    Advantages of written communication


     permanent record of message
     May be required by law (e.g. legal information or safety notices)
     Can be easily sent to many people (e.g. emails to all employees)

    Disadvantages of written communication

     Readers may find long letters boring and hard to read


     No feedback from receiver unless they reply
     No body language

    Visual communication

     Posters
     Images
     Videos
     Graphs / Charts / Diagrams

    Advantages of visual communication

     Interesting (Readers may pay more attention to posters / videos than boring letters)
     Information can be clearer than other methods (e.g. Video instructions can be clearer than
    letter instructions)

    Disadvantages of visual communication

     No feedback
     Some people may find charts / graphs difficult to read

    Demonstrate an awareness of communication barriers

    Some examples of communication barriers are

    Problems with the sender

     Difficult/technical language is used – The sender needs to use language that could be
    understandable by the sender
     The sender speaks too quickly or not clear enough – The sender should ensure that the
    message is clear
     The sender sends the wrong message or sends it to the wrong receiver – The sender must
    make sure that the right person is being sent the correct message
    Problems with the communication channel

     The wrong communication channel was used (e.g. important letter placed on board that
    does not get seen) – The appropriate communication method must be selected
     No opportunity for feedback – Sender uses a one-way communication channel which does
    not allow receiver to contribute ideas
     Long chain of command – Message needs to be sent through a long chain of command
    where the message could be changed

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